Digital Experience Assistant Manager

Job title: Digital Experience Assistant Manager in Anaheim, CA at Credit Union of Southern California
Company: Credit Union of Southern California
Job description: DescriptionWe are hiring a Digital Experience Assistant Manager to assists in organizing and supervising the operational functions in providing a variety of services to Members and ensure Members receive prompt, efficient, and exceptional service over the phone. Assists in auditing and controlling telecommunications for the credit union to ensure efficiency and cost-effective operations.Business HoursMonday - Friday 9:00AM - 6:00PM*Based upon business needs, our positions may require working flexible hours, including evenings and weekends.This position in based in Anaheim Hills CA with the opportunity to work a hybrid-remote schedule which consist of 2 days in-office and 3 days working remote from home.Why Work at CU SoCal?Besides being a part of a great team that is dedicated to building better lives for our team members and Members, we offer competitive pay, great health benefits and a culture like no other!CU SoCal is one of the fastest growing credit unions and is more than just a place to work. It's a place where people come before profit, a place where you can build a career that's more than a job, and where the work you do has meaning and purpose.CU SoCal is a Gallup Exceptional Workplace Award RecipientIn 2024, Credit Union of Southern California (CU SoCal) was honored with the Gallup Exceptional Workplace Award, ranking among the top 60 workplaces worldwide for outstanding employee engagement. The CU SoCal culture fosters Building Better Lives for our Members, personal development, open communication, and genuine care for each other. We prioritize C.A.R.E. 4: professional competence, positive attitude, relationship building, and eager service to others. If you're passionate about making a difference and want to be part of a dynamic team, explore CU SoCal career opportunities today!RequirementsMinimum Qualifications

• High School Diploma or equivalent.
• 2+ years at a credit union or within the financial services industry.
• Previous Financial and Member Service experience.

Preferred Qualifications

• Associates degree or equivalent experience.
• 4+ years at a credit union or within the financial services industry.

Knowledge, Skills and Abilities

• Proficient in all applicable MS Office programs (i.e., Word, Excel, Outlook, Teams, etc.)
• Maintain a positive and professional behavior and image with credit union Members, staff, management, and board.
• Keep all credit union and Member information confidential.
• Establish and maintain effective business relationships with staff in other departments.
• Maintain a professional appearance.
• Maintain a working knowledge of policies and procedures necessary to effectively perform job duties.
• Working knowledge of Member services functions.
• Accurate typing, 10-key, and data entry skills.
• Working knowledge of management processes.
• Ability to plan departmental activities (setting objectives, developing strategies, budgeting, and developing policies and procedures).
• Ability to select, train, and develop employees.

Essential Duties and Responsibilities

• Assists in overseeing the operation of the centralized phone center to ensure that all incoming phone calls received in the Member Care Center are answered promptly, professionally, and accurately. Answers technical questions and gives transaction overrides.
• Oversees the Digital Experience team members providing coaching, training and development, performance management, time keeping policy adherence and assisting in either resolving or escalating HR related issues. Ensures there is adequate coverage in the department at all times. Coordinates breaks and training sessions. Motivates, and rewards employees to drive results and maximize performance and maintain high employee morale.
• Communicates with other department leaders to ensure the accuracy of information being relayed to Members in relation to all aspects of the credit union.
• Counsels Members over the phone regarding credit union products, services, and policies; processes transactions and consumer loan applications. Promptly handles escalated Member and employee feedback. Research and addresses inquiries relating to account transaction errors and disputes. Prepares and sends correspondence to Members.
• Assists the MCC AVP, MCC Manager and the Technology Advancement Team (IT) in administering and maintaining the telephone system, including the Automated Call Distribution and Automated Messaging systems. Contributes to the implementation of system enhancements. Partners in the development of scripting and call handling strategies.
• Reviews and monitors productivity and call volume statistics in real-time and daily/monthly reporting.
• Performs Member Care Center daily operations including branch balancing and transfer clearings
• Complete understanding and active application the Exceptional Experience Guide expectations.
• Must be able and available to work a “hybrid” schedule, per business operations requirement, as needed.
• Additional duties and responsibilities, as assigned.

We support Pay Transparency and are a pay-for-performance organization that benchmarks base pay to the 50th percentile of market data.Pay Scale: Min $66,560 / $77,272 / $91,624* per year*Actual compensation will be based on geographical location, work experience, education and/or skill level.CU SoCal is an equal opportunity employer. All decisions are based only on the individual's qualifications/ability to perform the work. The above statements are intended to describe the essential functions, nature and level or work to be performed as of the document preparation date; they are not intended to be an exhaustive list of all duties and responsibilities. CU SoCal reserves the right to modify this job description at any time, without notice.We foster an environment and culture where ideas and decisions from all people help us grow, innovate, and fulfill our mission of Building Better Lives.
Expected salary:
Location: Anaheim, CA
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